Refund & Return Policy

Most products can be returned within 14 days of delivery if they are unused, undamaged, and returned in their original packaging with any tags or inserts. Bundles must be returned complete with every included item.

For health and hygiene reasons, items that touch the face, mouth or skin — including sleep masks, refillable amenity bottles and any sealed personal-care accessory — can only be returned if they remain unused and in their original sealed packaging. Once the seal is broken, these items are non-returnable unless they are faulty. This does not affect your statutory rights for faulty goods.

1. Email support@sutcliffeph.shop with your order number and the item(s) you wish to return.
2. We will reply with a return authorisation and the return address.
3. Pack the item securely and send it back within 14 days of receiving the return authorisation.

Return shipping is paid by the customer unless the item is faulty, damaged or incorrect, in which case we cover the cost.

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are processed to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund. Original outbound shipping charges are non-refundable unless the return is due to our error or a faulty item.

If an item is faulty, damaged on arrival or not what you ordered, email support@sutcliffeph.shop within 14 days of delivery with a photo and your order number. We will arrange a free replacement or a full refund, including any shipping you paid. See our Shipping & Delivery Policy for damaged-parcel handling.

If you need to cancel an order, contact us as soon as possible. We can usually cancel and refund in full before an order is dispatched. After dispatch, the standard return process applies.